Outsourcing customer service, or outsourcing customer support, is today a critical component in corporate strategies in the global market. With potential benefits such as cost reduction, streamlining, and increased flexibility, it is a working method that cannot be ignored. However, to maximize the benefits, a well-thought-out plan, skilled implementation, and thorough follow-up are required.
In this article, launching now at the turn of the year 2023/2024, we provide:
10 fundamental tips for efficiently outsourcing customer service:
- Clear objectives: Define specific goals of the outsourcing, such as cost reduction or improved customer experience to give you in relation to the current situation.
- Right partner: Choose a partner with proven experience in customer service, based on their competence, availability, cost-effectiveness, and references.
- Effective communication: Develop a communication strategy that ensures clear guidelines and smooth contact between your company and the outsourcing partner.
- Training plan: Develop a plan to train the outsourcing partner’s staff on the company’s products, services, and culture.
- Service Level Agreement (SLA): Create an SLA that clearly defines expectations, responsibilities, and timelines and is anchored in the vision.
- Test processes: Conduct tests to ensure that systems and processes are robust and work effectively.
- Evaluation plan: Implement a plan to continuously monitor and evaluate the outsourcing partner’s performance against the SLA.
- Security and integrity: Ensure that the outsourcing partner has strong security measures to protect sensitive information.
- Evaluation and optimization: Conduct regular evaluations and adjustments to improve processes together with the partner. Use tools such as SWOT analyses and customer surveys for insights.
- Continuous training: Conduct regular training to keep the outsourcing partner updated with new products, services, and customer service skills.
According to a study by HBR, companies that successfully outsource their customer service can reduce their operating costs by up to 30% while improving customer satisfaction
For further insights and success stories, visit our customer service page or read our case study on how we have worked with one of our clients. We offer customised solutions for companies that want to outsource their customer service or customer support. Contact us for more information and to see how we can help your company achieve its goals.
CIO. ’10 Tips for Successfully Outsourcing Your Customer Service.’
Deloitte. ‘Outsourcing Customer Service: A Strategy for Managing Costs and Improving Service Levels.’
Harvard Business Review. ‘The Pros and Cons of Outsourcing Customer Service.’
Entrepreneur. ’10 Steps to Outsourcing Customer Support.’
Forbes. ‘The Top 10 Dos and Don’ts of Outsourcing Customer Service.’